This tutorial explains how to configure reports that Gainsight’s VP of Customer Success and Renewal/Upsell team use to report on Closed Won renewals, expansions, and upsells for a given period.
Note: any reports built off of the Transactions object use our LRM feature, which is a custom add-on and is not part of the standard Gainsight package.
Reports 1 & 2: Renewals Closed this Quarter & Standalone Upsells Closed this Quarter
These first two reports show details of closed renewals and closed upsells for the current fiscal quarter. Details include when the renewal/upsell closed, what type of renewal/upsell it was, ARR of renewal/upsell, ARR Delta of renewal (difference between previous ARR and renewed ARR), and more.
Renewals Closed this Quarter
To create this report, navigate to Administration > Report Builder > click + Report:
1. Select the Transactions subject area to build the report on.
2. In Show me, add Account Name, Booking Date, ARR, ARR Delta1, CSM Name, Booking Type Name, and Renewals & Expansion Ownership2.
3. Leave the By field empty.
4. (Optional) Create filters:
- Booking Date = Current FQ (or whatever time period you’d like to view)
- Booking Type <includes> Renewal, Renewal with Upsell, Renewal with Downsell
5. Click Apply.
6. Enter a name for your report (Renewals Closed this Quarter) and click Save.
Standalone Upsells Closed this Quarter
1. Select the Transactions subject area to build the report on.
2. In Show me, add Account Name, Booking Date, ARR, CSM Name, Booking Type Name, and Renewals & Expansion Ownership2.
3. Leave the By field empty.
4. (Optional) Create filters:
- Booking Date = Current FQ (or whatever time period you’d like to view)
- Booking Type = Upsell
5. Click Apply.
6. Enter a name for your report (Standalone Upsells Closed this Quarter) and click Save.
Report #3: Renewals & Upsells Closed this Quarter
This bar chart views all closed renewals and upsells from any given quarter. The chart is divided by renewal vs. upsell, and is then color-coded based on the different accounts that the renewals and upsells came from. Gainsight’s VP of Customer Success uses this report to understand what our current fiscal quarter’s renewal/upsell deals have looked like thus far from a high-level.
1. Select the Transactions subject area to build the report on.
2. In Show me, add ARR.
3. In By, first add Booking Type name, and then add Account Name second.
4. (Optional) Create filters:
- Booking Date = Current FQ (or whatever time period you’d like to view)
- Booking Type <includes> Upsell, Renewal, Renewal with Upsell, Renewal with Downsell
5. Click Apply.
6. (Optional) Click the Visualization Icon and select Bar.
7. (Optional) Click the Report Settings Icon and Click Chart Options:
- Toggle ‘Show Data Points’ to ON
8. Enter a name for your report (Renewals & Upsells Closed this Quarter) and click Save.
Report #4: Cumulative Upsells Across All Teams
This report shows cumulative, team-wide upsells across time (on a weekly basis) for any given quarter. If you want to look at renewals and/or upsells over time and see how Upsell ARR was accumulated over time, this is an easily digestible way to do so.
1. Select the Transactions subject area to build the report on.
2. In Show me, add Cumulative ARR.
3. In By, first add Booking Date.
4. (Optional) Create filters:
- Booking Date = Previous FQ (or Current FQ, or whatever time period you’d like to view)
- Booking Type <includes> Upsell, Renewal with Upsell
5. Click Apply.
6. (Optional) Click the Visualization Icon and select Column (Line visualization would also work well for this type of graph).
7. Enter a name for your report (Cumulative Upsells Previous Quarter) and click Save.
Report #5: Upsells by Team
This report provides an understanding of ARR Delta by team, analyzing not gross renewal/upsell ARR, but specifically what was upsold/increased. In the column format, we’ll have our teams (by tier (custom field), by Team Manager (custom field), or whichever measure you choose) on the X-axis and ARR Delta on the Y-axis. If your company is like ours, in that different roles are involved in closing Upsell deals (Account Executives vs. R&E Managers), you can make this a stacked column to see ownership as well.
1. Select the Transactions subject area to build the report on.
2. In Show me, add ARR Delta1.
3. In By, first add CSM Team Manager, and second add Renewals & Expansion Ownership2.
4. (Optional) Create filters:
- Booking Type *includes* Upsell, Renewal with Upsell
- Booking Date = Previous FQ (or Current FQ, or whatever time period you’d like to view)
5. Click Apply.
6. (Optional) Click the Visualization Icon and select Stacked Column.
7. (Optional) Click the Report Settings Icon and Click Chart Options:
- Toggle ‘Show Data Points’ to ON
8. Enter a name for your report (Upsells by Team) and click Save.
Report #6: Distribution of Upsells by Account
This is one of our VP of Customer Success’s favorite reports and a great way to gain a high-level understanding of each Account’s and each Team’s impact on Upsell ARR. It’s a ‘Packed Bubble’ graphical view of the distribution of Upsell ARR by Account (blurred out Account Names inside the bubbles) and by Team (color-coordinated).
1. Select the Transactions subject area to build the report on.
2. In Show me, add ARR Delta1.
3. In By, first add CSM Team Manager (or Customer Tier, or however you divide your team in Gainsight), and second add Account Name.
4. (Optional) Create filters:
- Booking Type <includes> Upsell, Renewal with Upsell
- Booking Date = Current (or whatever time period you’d like to view)
5. Click Apply.
6. (Optional) Click the Visualization Icon and select Packed Bubble.
7. Enter a name for your report (Distribution of Upsells by Account) and click Save.
Notes
1. ARR Delta
For a quick explanation of ARR Delta, it is the difference in ARR from the previous contract to a renewed/upsold contract. So, if there is an upsell during a renewal, the total of that upsell will be the ARR Delta. If the renewal is flat, there is $0 ARR Delta, and if there’s a Renewal with Downsell, there’s a negative ARR Delta.
2. Renewals & Expansion Ownership
Renewals & Expansion Ownership is a custom field that we’ve built at Gainsight to mark, on any account, who will own the renewal (and expansion potential) for that account. It’s a basic custom field on the Salesforce Customer Info object that is populated via rules. The rule is actually set up via our customer tiers - i.e. if Customer Tier = Enterprise/Mid-market tier or Strategic tier, then Renewals & Expansion Ownership = our R&E Manager; if Customer Tier = SMB, then Renewals & Expansion Ownership = Account Executive.
Configure Dashboard
If you'd like to add these reports to a Gainsight dashboard, here are instructions.